Payroll & HR Tech Support Lead

Miter; New York (NY); Hybrid; USD 120,000 - 150,000; Full time

Benefits offered by this job

Medical Insurance

401(k) Retirement Plan

Flexible PTO

Parental Leave

Educational allowance

Office snacks and commuter benefits

Job summary

A Better Built World, a Miter company, is seeking a Manager, Customer Support to lead a frontline team focused on payroll, benefits, and tax support. You will own queue health, SLA performance, escalations, and coaching across our platform.

Build coaching frameworks, hire and onboard support ICs, and optimize our helpdesk using AI tools while maintaining high morale and customer satisfaction. Hybrid NYC/remote options noted.

Qualifications

• 4+ years in customer support, including 2+ years managing a support team.
• Payroll depth for construction domain — payroll, prevailing wage, multi-state crews.
• Proven track record on SLA and productivity targets for queue-driven teams.
• Experience hiring, onboarding, and developing support ICs; escalation paths.
• Fluency with help desk platforms and configuring queues, routing, macros, reporting.

Responsibilities

• Lead and grow a subset of the Customer Support frontline team, owning queue health and SLA performance.
• Set and drive SLA and productivity targets using support metrics to identify problems early.
• Serve as escalation point and QA authority for payroll, tax, and benefits-enrollment cases.
• Assist in hiring, onboarding, and developing support ICs; build escalation paths as team scales.
• Coach with a player-coach mindset and work on customer cases during high demand.
• Configure and optimize our help desk platform — queues, routing, macros, reporting.

Skills

Customer support

Payroll knowledge

SLA management

Hiring & onboarding

Ticketing platforms

AI tools

Data-driven

Tools

Pylon

Zendesk

Intercom

Front

Job description

A Better Built World, a Miter company, is seeking a Manager, Customer Support to lead a frontline team focused on payroll, benefits, and tax support. You will own queue health, SLA performance, escalations, and coaching across our platform.

Build coaching frameworks, hire and onboard support ICs, and optimize our helpdesk using AI tools while maintaining high morale and customer satisfaction. Hybrid NYC/remote options noted.